Application Support Engineer L2 & L3

About the role

The Application Support Engineer provides L2/L3 support for enterprise and government applications, ensuring availability and operational health while coordinating with multiple teams.

Key responsibilities

• Monitor application availability, respond to incidents and service requests.
• Investigate errors, logs, integrations and configuration issues and coordinate resolution.
• Provide L2/L3 support and manage escalations to vendors or development teams.
• Support releases, configuration changes, deployment validation, UAT coordination and production checks.
• Maintain runbooks, known‑error records, support procedures and service catalogue information.
• Conduct root‑cause analysis and recommend preventive actions.
• Coordinate access and production support in line with security and change controls.
• Identify enhancement or project requests and route them through approval processes.

Required profile

• Minimum 5 years of enterprise application support experience.
• Demonstrable L2/L3 troubleshooting across web, enterprise or government applications.
• Experience supporting UAE government digital services and TDRA‑hosted applications.
• Strong client communication, documentation and incident‑ownership skills.
• Arabic language capability for user and stakeholder coordination.

Required skills

• SQL
• Web services / APIs
• ITSM processes
• ITIL 4 Foundation (preferred)
• Arabic language